KM Showcase: Conference View and Knowledge Management 2020 and Beyond
This presentation from Zach Wahl, Founder and CEO of Enterprise Knowledge and Chair of the KM Showcase was this year's opening keynote address at the conference. The presentation offers a definition of Knowledge Management and its value, and then details what Zach sees as the five major trends for KM in 2020 and beyond. The presentation explores the links between KM and Artificial Intelligence, leveraging KM technologies, and incorporating organizational design and change into KM efforts.
KNOWLEDGE MANAGEMENT INVOLVES THE PEOPLE, PROCESS,
CULTURE, AND ENABLING TECHNOLOGIES NECESSARY TO CAPTURE,
MANAGE, SHARE, AND FIND INFORMATION.
PEOPLE PROCESS CONTENT CULTURE TECHNOLOGY
• Flow of knowledge
• Knowledge holders
• Understanding of state
and disposition of
• Existence and
• Awareness of and
• Quality of processes.
• State and location of
• Consistency of
• Dynamism of content.
• Understanding of
• Senior support and
• Willingness to share,
• Maturity of “KM Suite.”
• Integration with and
• Usability and user-
WHAT CAN KM DO FOR YOU?
§ Create – Creating new knowledge and information.
§ Capture – Moving from tacit to explicit, unstructured to
structured, and decentralized to centralized.
§ Manage - Guiding the sustainability and maturation of
content, ensuring content becomes better over time
instead of becoming bloated, outdated, or obsolete.
§ Enhance – Making knowledge and information “better”
over time rather than having it fall into disrepair.
Applying metadata, comments, or linkages to other
information in order to improve the complete web of
§ Find – Enabling the knowledge and information to be
easily and naturally surfaced.
§ Connect – Expanding the web of knowledge to include
direct access and formation of connections with the
holders of that knowledge.
Demand for clear business value and return on investment in KM efforts.
Clear understanding of Knowledge Management and Enterprise AI powered by
ontologies and knowledge graphs.
Acceptance and recognition of the enabling role of technology in KM.
Improved understanding of knowledge ecosystem including all types of knowledge,
information, and data.
Recognition of KM organizations and mandates as critical success factor.
2020 KM TRENDS TO LISTEN FOR
BUSINESS OUTCOMESKM OUTCOMES
▪ Improved content findability and
discoverability, and therefore less time
waiting, searching, and recreating
▪ Increased use and reuse of information.
▪ Decreased knowledge loss.
▪ Improved organizational awareness and
▪ Enhanced quality, availability, and speed
▪ Improved productivity.
▪ Decreased costs (and cost avoidance).
▪ Increased employee satisfaction and
▪ Faster and better up-scaling of
▪ Improved customer satisfaction and
▪ Improved delivery and sales.
▪ Increased collaboration and innovation.
▪ Future readiness.
List of pre-defined
Pre-defined terms &
Allows for parent/child
Capture related data.
Integration of structured and
Linked data Store.
Architecture and data
models to enable machine
learning (ML) and other AI
capabilities. Drive efficient
and intelligent data and
Predefined classes &
KNOWLEDGE ORGANIZATION CONTINUUM
CORE KM TECHNOLOGIES
KNOWLEDGE GRAPHS TAXONOMY
Architecture and data models to
enable machine learning (ML)
and other AI capabilities. Drive
efficient and intelligent data and
• Expert Finder
• Recommendation Engine
• Customer 360
Used to author, organize, manage
and publish content on a website.
Designed to manage, secure, and
control documents across an
• O365 / SharePoint
Designed to manage digital
products like videos and images.
Most frequently used by
marketing and publishing
• Adobe Experience Manager
Content management tools built for
a specific business purpose like
customer or contract management.
• Apttus Contract Management
• Dynamics 365
Search tools designed to query
across multiple KM systems.
Empowers the creation and
management of complex
relationships between various
sources of data.
Enables organizations to maintain
and expose their business
taxonomies to KM systems.
• PoolParty (SWC)
• Cambridge Semantics
• Semaphore (SmartLogic)
Manages content at a granular
level so portions of a piece of
content can be reassembled and
used for other content.
• SDL Tridion
Tools designed to enable users to
share content and collaborate
using instant messaging or video
• O365 / Teams
KM ECOSYSTEM - LOGICAL ARCHITECTURE
Content Management System
Used to author, organize, manage, and publish content on a web interface
Repository Layer Web Content
Findability Layer Ontology
Content Creation Layer
Reporting Usage Metrics Content Metrics
Governance Layer Workflows Records Schedule Access Controls Information Audit
WYSIWYG Editor Digital Asset Editing
Metadata Layer Auto-Tagging / Auto-Classification Auto-Categorization
THE KNOWLEDGE AND INFORMATION
UNSTRUCTURED CONTENT / FILES
COPS, DISCUSSION, TACIT KNOWLEDGE
KM FUNCTIONAL MODEL
Business Line 1 Business Line 2
§ Effective Enterprise KM
requires real leadership
§ One-off “ceremonial”
positions will not suffice.
§ No matter how good the
title is, KM Orgs need to
hold real power.
FIVE LEVELS OF KAI
KNOWLEDGE ARTIFICIAL INTELLIGENCE (KAI)
IS THE APPLICATION OF ARTIFICIAL INTELLIGENCE CONCEPTS AND
THEORIES TO ENSURE THE APPROPRIATE CAPTURE, MANAGEMENT,
AND PRESENTATION OF THE FULL SPECTRUM OF KNOWLEDGE AND
GOALS FOR THE CONFERENCE
• Make a new connection.
• Ask at least one question.
• Talk with someone who’s work you’ve followed.
• Learn a new approach, workshop exercise, or
methodology you want to apply.
• Hear about a mistake and learn how to avoid it.
• Post on social media about something you like or
have learned from the conference.
• Come up with an idea for a blog based on what
• Hear a success story you can use to inspire your
team and/or convince your executives.
• Learn a new approach to building a culture of
• Learn about one new tool (or tool space).
• See some of this fancy AI stuff in action.